The one thing I am sure is fact is that the very heart of having a popular business comes down to one thing: how likeable it is to other humans.
(And likeability is all about how well you serve those humans, whether that service means a friendly reply tweet to a fan or issuing a guilt-free, retaliation-free* refund to an unhappy customer.)
* retaliation-free refund: a refund in which you do not then take to social media or your email list and begin ranting about "This One Customer," your rights + philosophies as a business owner, and how people generally need to get into line if they want to enjoy the privileges of buying from you.
But does it ever seem to you that, sometimes, the "how" behind delivering better service to people can sound like a complicated, tiresome chore?
I have to be honest. I sometimes feel that way.
(It usually happens when people start talking "systems" and "comprehensive client retention strategies." At that point my nowhere-close-to-Type-A personality becomes a small, weary puddle of discouragement.)
I am of the personal conviction that business is done better when it is done with more simplicity. So, today I'd like to give you a simple exercise that is so small and so straightforward that it takes NO planning, NO monetary investment, and NO big effort, yet still has a surprisingly profound effect on the likeability + popularity of your brand.
Here it is:...
I know how it goes down.
You're busting your (sometimes) manicured nails on your blog, staying up until 1 a.m. hustling for business, and trying to convince yourself that:
1. you DO have something worth saying,
2. you ARE capable, and
3. gosh darn it, people like you.
And then, just when you think you've found your groove, what happens?
Someone comes along to tell you just how ridiculous, incompetent, fraudulent, and ignorant you really are.
(Or at least that's how negative online comments feel, yes?)
The experience can be horrifying.
And worse, it can make us want to be horrifying in return.
But I have a better way to deal.
(Because there's only ONE thing more destructive for your biz or blog reputation than critical, complaining, and rude comments, and that's a poor response to them.)
This is how to handle negative comments online, Chief Olyvia style. Ready to roll with me? Let's go!
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Do you know what to say when someone follows or retweets you on Twitter? What about when someone favorites your tweet?
Do you clutter your newsfeed with dozens of "thanks!" and risk annoying your other followers? Or is it OK to, well, do nothing?
It's easy to figure out how to use this chat-based social network (click, type, done!), but knowing how to make a positive impression every time you come in contact with people on Twitter can stump even the most well-intended of us.
In today's blog post I share my online etiquette advice with Lauren, the author of the beautifully wise blog Breathe & Nourish. She writes:
Hi Erika! I have a question as it pertains to Twitter etiquette. If I am mentioned or if someone talks to me, I do my best to always reply, just as I do every comment on my blog. I would also say I reply to about 80% of my retweets. But as a follower, I get annoyed sometimes when my feed is just filled with people thanking other people for following or for tons of retweets. I usually don't welcome new followers. Is this viewed as rude? Should I be welcoming each and every new follower? (Oh and what about favorites??) -- Lauren
Online etiquette may sound like a stuffy Victorian concept from a bygone era, but it's not just for the nostalgic, mild-mannered, and super-pious.
One thing will always be true, and that's this: if people don't get the impression that you're a likable human being, it doesn't matter HOW much you may know about rich pins, Facebook ads, and effective hashtags -- you will lose their respect.
And their business.
Here are 3 guaranteed ways to offend your followers and put your online reputation in jeopardy. Don't do them. ...